Additional Support

What Happens If a Kixy Customer Passes Away?

We understand that making arrangements after a loss can be overwhelming and challenging. We're here to support you and make the process as smooth as possible Next Steps To assist in managing the account, our Customer Support team will guide you through the process. Here’s the information we’ll need: Required Information - Full name on the account - Date of birth of the account holder - Email address, phone number or address registered to the account - Account number (if available) Documentation Needed - A Death Certificate (clear scan or photo) - If the Death Certificate is not in English, additional documents may be required Our Customer Support team will inform you of any further steps For assistance, email us at support@kixy.com Additional Support Resources Notifying Multiple Organisations You may find these free services helpful when notifying other organisations: - Death Notification Service - Settld - Tell Us Once Financial and Emotional Support If you’re seeking additional support, consider these trusted organisations: - Cruse - Bereavement Advice Centre - Mind 🙏 Kixy is here to provide any support you need during this challenging time. Reach out to us if you have questions or need further assistance

Money Worries Support

At Kixy, we understand that managing your finances can sometimes feel overwhelming, especially during challenging times. Whether you're dealing with unexpected expenses, a change in income, or struggling to make ends meet, it's essential to know that you're not alone. ​ This guide is designed to offer practical advice and resources for those experiencing financial difficulties or potential vulnerabilities. Our aim is to provide support, guidance, and reassurance as you navigate your way through tough financial times. How Kixy Can Help Make the most of our services to manage your money effectively: Money Transfers - Easily send and receive money domestically or across borders with our fast, secure transfer services Direct Debits & Scheduled Payments - Set up automatic payments to ensure your bills are paid on time, helping you avoid late fees and stay on top of your budget Recognising Vulnerabilities Personal Circumstances - Elderly customers or young customers who may need extra financial guidance - Individuals managing physical or mental health conditions that can impact their financial decisions - Those experiencing unemployment, low income, or other economic hardships Technological Barriers - Difficulty navigating online banking or lack of access to digital devices and reliable internet - Concerns about cybersecurity or fraud that make digital banking seem intimidating Situational Challenges - Significant life events such as bereavement, redundancy, or divorce - Victims of financial exploitation or fraud ❤️ If any of these situations resonate with you, don’t hesitate to reach out. Kixy is here to offer support during these challenging times Seeking Support Early If you're facing financial difficulties or experiencing vulnerability which could hurt your finances, it's crucial to seek support as early as possible. Here are some options: Government & Charitable Assistance - You may qualify for help with housing, utilities, food, or other essential expenses. Explore available programs that align with your circumstances Professional Debt Advice - If your debt feels overwhelming, a professional debt adviser can guide you through solutions like debt consolidation, renegotiation, or other options Helpful Resources Here are trusted organisations offering free support for financial and mental well-being: Mind - Website: mind.org.uk - Phone: 0300 102 12340300 123 3393 - Services: Mind is a mental health charity that offers a range of support, including information and advice on overspending. Citizens Advice - Website: citizensadvice.org.uk - Phone: 03444 111 444 - Services: Free advice on financial issues, debt management, benefits, and more. StepChange Debt Charity - Website: stepchange.org - Phone: 0800 138 1111 - Services: Free debt advice and management services. National Debtline - Website: nationaldebtline.org - Phone: 0808 808 4000 - Services: Free advice on debt and financial issues. Turn2us - Website: turn2us.org.uk - Phone: 0808 802 2000 - Services: Financial assistance and grants for those in financial difficulty. Next Steps If you’re facing financial challenges: 1. Act early by reaching out to support organisations or speaking with a debt adviser. 2. Leverage Kixy’s tools to streamline your money management. 3. Reach out for assistance - we’re here to help. To learn how our services can support you, contact us via chat in the app or email us at support@kixy.com. Together, we can help you take control of your finances and ease your money worries.

How to Raise a Complaint

We value your feedback and are committed to addressing any concerns you may have. This guide explains how to raise a complaint, the steps we take to resolve it, and what to do if you’re not satisfied with our response How to Raise a Complaint Option 1: Through The App - In-App Chat: Within Profile > Support > Contact Support, after speaking with Kixy AI agent and letting them know you 'want to raise a complaint' tap on 'talk to a person' and a customer support agent will pick up your conversation - Our team will log your complaint and work to resolve the issue promptly Option 2: By Email - Or, send an email to complaints@kixy.com detailing your issue Next Steps Quick Resolutions (Within 3 Days) - If we can resolve your complaint within 3 business days, we’ll send you a Summary Resolution Communication (SRC) - The SRC will explain the issue, how we resolved it, and any redress we may offer to put things right Longer Resolutions (Over 3 Days) - If resolving your complaint takes longer than 3 days, we’ll update you on the next steps in the process - We aim to issue a Final Response Communication (FRC) within 8 weeks of receiving your complaint - The FRC will explain whether we’ve upheld your complaint and outline any redress offered What if I’m Unhappy With Your Response? If you’re dissatisfied with our final response or if it’s been more than 8 weeks since you submitted your complaint, you can escalate it to the Financial Ombudsman Service (FOS) Contacting the Financial Ombudsman Service (FOS) - By Post Financial Ombudsman Service Exchange Tower London, E14 9SR - By Phone 0800 023 4567 - By Email complaint.info@financial-ombudsman.org.uk - Via Their Website www.financial-ombudsman.org.uk 🧠 Important: You must contact the FOS within 6 months of the date on our Final Response Communication (FRC)